This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Integration methods

See this topic to learn about the different integration methods that you can use to integrate custom applications with BMC Service Request Management.

Important

  • Service requests generated from the integrations described in this section are validated against On Behalf Of (OBO) rules. OBO rules must be configured so that the Requested By user can submit a service request on behalf of the Requested For user. For information, see Creating on-behalf-of definition rules.
  • Service requests created automatically from BMC fulfillment applications are not subject to OBO rules. For information, see Creating requests from fulfillment applications.

You can integrate applications with BMC Service Request Management by using any of the following methods:

  • Web services client—Moves information in and retrieves information from ITSM applications. For more information, see Using web services.
  • BMC Remedy APIs—For more information, see Using BMC Remedy APIs. Click Here to read information in the Remedy AR System documentation about using the Remedy AR System API for integration. 

You implement the following application integration methods from Remedy AR System:

  • LDAP IntegrationImports existing user names so you can grant permission to access applications. Click here: Integrating with a directory service to read information in the Remedy AR System documentation about LDAP integrations.
  • Vendor and View FormsRetrieves and displays data from external data sources in ITSM applications. Click Here multi to read information in the Remedy AR System documentation about Vendor and View Forms integrations.
  • ODBC type integrationsFor example, excel integration based on BMC Remedy AR System that imports user names into the ITSM foundation's People form. Click Here  to read information in the Remedy AR System documentation about ODBC type integrations.


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